Vicki Wright Email & Phone Number

Oct 2008 ­ Date - Global Head of MessagingTransitioned into this newly created role with directive of taking global ownership of the bank's Retail & CommercialBanking email services (90,000 mailboxes hosted on 9 different mail platforms), and transforming our functional andservice maturity against Tier 1 critical service standards.Delivered a global strategy for Messaging - including Technology, Service, Process, and People.Working in close partnership with Architects and Vendors, defined our Strategic Vendor Product ToolsetDeveloped Business Case and secured business sponsorship and funding to drive our technology strategy through delivery of a Global Email Consolidation Project.Developed Barclay's Messaging engineering capability through a focussed programme of recruitment across global regional locations (UK and Singapore) ­ building a team of Solution Designers, Change Delivery Engineers, and Ops Management which enabled us to initiate and commence the delivery of our roadmap of technical transformation and change.Developed a people structure and management framework that provides 24 x 7 global coverage for design & governance, 4 level Operational Support, Change Delivery, and provides an effective operation ready to take on 3rd level global support through bank's in-source and centralisation programmes.Supported the Bank's In-source programme as Messaging Workstream Lead, working collaboratively with other programme Leads in the delivery of due diligence, planning and readiness activities.Achieved `Satisfactory' result status for the FSA Records Management Audit achieved through implementation of an email records retention compliant Journal Solution with effective processes documented and in operation.Transformed Messaging Services from a CMMI Functional Maturity Level 0, base-lined in January 2009, and achieved Maturity Level 3 by Q1 2010.

Recruited to provide valued input from Client side, having previously been a key customer of Microsoft PremierServices, and be accountable for the delivery of Microsoft Premier Services to key clients.Build strong and valued partnerships with customers, understanding their strategy, roadmaps and challenges.Monitor and report against performance, and drive the improvement of operational support services.Through deep understanding of customer's priorities, map and deliver Microsoft Proactive Services, to include risk assessments, health checks, and training ­ ensuring delivery measurable and valued.Identify opportunities to leverage Microsoft Consulting Services, for the commercial benefit of the organisation and for the business benefit of the customer.Work with key customers and internal groups on the planning and negotiating of contract renewals.

Accountable for the service delivery of Desktop (16,000 users) and Network Services (across 5 locations) toBarclaycard End Users. Services delivered by outsourced partners Servo (Desktop) and Affiniti (LAN) and supported 4th Level by a number of Vendors (including Microsoft).Provided leadership and management of a team of Service Managers, each having a portfolio of accountability within the Desktop and Network service catalogue.Provided strategic, commercial, and operational direction to outsourced suppliers.Developed and published Service Levels and KPIs.Carried out a Current State Assessment on infrastructure, process and End User experience ­ resulting in development of an Improvement Programme that focused on Problem and Risk remediation to regain stability, and Control improvements to maintain service levels.Introduced Problem, Risk and Patch Management processes, with appropriate resourcing and management frameworks ­ processes greatly improved our ability to meet our service objectives.Delivered a Cluster remediation programme, focused on improving File, Print and Email services.Transformed service from:90% red status infrastructure dashboard (800 servers) to < 5% red statusAverage four Severity 2 incidents per month to 0 over 6 month monitoring period.

Working as a Contractor through Computacenter, employed as a Service Co-ordinator within IBM Global Services.Within one month promoted to IT Service Manager, and over course of contract term took on dual accountabilities inthe Transition Management of new services into the Warwick Hosted Data Centre. Accountable for the outsourced management and delivery of IBM e-hosted services to key clients, ensuring service levels achieved and customer satisfaction maintained and improved. Indirectly managed, through collaborative working, the IBM internal technical support teams ­ providing prioritisation and feedback, driving improvement, managing incidents, resolving problems and delivery of change. Seconded to work on customer site (EMAP) for 6 months, with objective of repairing a failing client relationship and the risk of losing contract. Achieved objective and promoted to larger account, focused on both Service and Transition. Service and Transition Management of the Pfizer Pharmaceuticals account ­ a phased outsource of their Windows infrastructure into the IBM hosted service. Hosting and chairing of Client workshops during the Implementation and Transition phases of the project.